Service Coordinator

Job Description

Job Description

Take Your Career to the Next Level with Bee Window! 

Company Overview: Bee Window is Indiana's leading residential window and door installation company, with a dominant statewide presence built over 42 years. Headquartered in Indianapolis, the company has grown into a metrics driven, full service operation known for white glove installation and a relentless commitment to quality. Bee Window has successfully expanded into ancillary markets and continues to grow sustainably, with strong lead generation and marketing at the core of how they win business. Despite the growth, Bee Window has maintained a small company feel where employees see the full picture, contribute across functions, and have real opportunities to make an impact.  Bee is a partner in the Mosaic Service Partners community with access to expertise, investment, and resources needed to keep raising the bar for homeowners across our market.  If you want to be part of a company with a proven track record, serious momentum, and the backing to scale, this is it. 

Role Overview:    

The Service Coordinator is the front line for service related customer communication at Bee Window. This role fields inbound calls and emails covering service requests, warranty questions, and post install concerns, enters and maintains customer information in the CRM, and closes out completed installations through the final call to confirm the homeowner is satisfied. The work directly drives the outcomes the department is measured on: five star reviews collected, service callbacks reduced, and homeowners who stay confident in Bee Window after the install crew pulls away. 

This role reports directly to Skip Rau and works as a part of a two person team on service follow through. Day to day, the Service Coordinator partners closely with the scheduling and production teams to turn customer availability into booked service appointments, and with technicians and office staff to keep status, timing, and next steps moving. Departments at Bee Window are tightly connected, so this seat sees the full picture of a job from install through resolution. 

Responsibilities:    

• Answer inbound calls and emails to field service requests, warranty questions, and post install concerns, resolving what can be handled on first contact. 

• Enter and update customer, job, and service information in the CRM daily so records stay accurate and anyone picking up the account has the full history. 

• Close out completed installations with the kitchen call, confirming customer satisfaction, capturing feedback, and asking for a review. 

• Coordinate service scheduling with the production and scheduling teams, capturing customer availability and handing it off so appointments are set without delay. 

• Communicate clearly with customers, technicians, and office staff regarding status, timing, and next steps so no one is left waiting for an update. 

• Document, assign, and follow service concerns through to resolution, escalating to the right person when an issue needs more than a first line fix. 

• Handle frustrated homeowners with professionalism and urgency, treating every difficult call as a chance to protect the customer relationship. 

• Support the steady flow of service requests through the department, keeping notes and files current and taking action rather than waiting to see. 

Role Requirements:  

• Minimum of 2 years of experience fielding customer service calls and emails in a service oriented environment. 

• Experience working in a CRM or comparable database system; MarketSharp, HubSpot, and RingCentral experience is a plus but not required. 

• Confident and professional on the phone, including with upset customers, and able to keep the conversation productive. 

• Clear and direct written and verbal communication, with the ability to explain timing and next steps in terms a homeowner understands. 

• Strong organizational skills and attention to detail, with disciplined notes and follow up so nothing falls through the cracks. 

• Sound judgment and problem solving, including knowing when to resolve an issue directly and when to escalate. 

• Collaborative by nature; this role works shoulder to shoulder with service, scheduling, and production every day. 

• Reliable transportation and the ability to work on-site five days a week in Fishers, IN.  

Logistics:   

• Reports to Skip Rau, VP, Operations. 

• On-site five days a week in Fishers, IN. 

• The standard schedule is 8:00 AM to 4:00 PM, Monday through Friday. 

• Compensation: $45,000 to $60,000 annually, commensurate with experience. 

• Training is hands on, with internal systems, escalation paths, and the kitchen call workflow taught in the first 90 days. 

Benefits:   

• Comprehensive PTO policy 

• Medical Insurance 

• Vision Insurance 

• Dental Insurance